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CASE STUDY

Specialty MGA: ServiceNow CSM for Broker + Carrier Coordination

A specialty MGA (Managing General Agent) coordinated brokers + carriers on ServiceNow CSM. Submission-to-quote cycle compressed 41%.

May 9, 2026 · 2 min read · By admin
At a glance
41% CHANGE
Industry
BFSI
Topics
CSM · Servicenow
Published
May 2026
Headline outcome
41% Submission-to-quote: down 41%

Measured outcomes

What this programme actually delivered.

41%

Submission-to-quote: down 41%

+14

Bind rate: +14 percentage points

+34

Broker NPS: +34 points

The challenge

A specialty MGA brokered between thousands of producers and 14 carrier partners. Email-based submission coordination was the bottleneck on growth.

What we built

ServiceNow CSM with broker portal + carrier coordination workflows. Auto-routing based on risk type + appetite. Carrier-response tracking. Broker-facing visibility.

Outcomes

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